IVR Platform Manager

Synopsis



The IVR Platform Manager will own the end-to-end strategy, delivery, and ongoing optimisation of Etihad’s Interactive Voice Response (IVR) and voice-based self-service platforms. This role plays a critical part in transforming the guest contact experience, moving from traditional menu-driven IVR to modern, intent-based conversational voice solutions powered by AI and Natural Language Processing.

Acting as the product owner for voice self-service, the role will focus on designing intuitive guest journeys, expanding self-service use cases, and continuously analysing performance to ensure high containment, low failure rates, and a seamless guest experience. The successful candidate will combine strong technical capability with a deep understanding of customer behaviour in high-volume, consumer-facing environments.

Accountabilities

• Own the end-to-end guest voice journey, analysing how customers interact with the IVR, identifying drop-off points, failure scenarios, and opportunities to improve containment and satisfaction.
• Design, implement, and continuously optimise conversational IVR and voicebot experiences, leveraging AI and Natural Language Understanding to replace traditional menu-based flows.
• Define and manage the IVR product roadmap, including new use cases, journey enhancements, and continuous improvement initiatives aligned to guest and business needs.
• Conduct detailed performance analysis and AI validation, monitoring accuracy, failure rates, intent recognition, journey breaks, and overall effectiveness of the voice platform.
• Use data from call centre metrics, Voice of Customer feedback, NPS, and analytics tools to drive measurable improvements in self-service adoption and guest experience.
• Maintain hands-on ownership of IVR configuration and tuning, including scripting and fine-tuning voice flows, prompts, and logic (not development from scratch, but active platform ownership).
• Partner closely with Contact Centre, Digital Technology & Innovation (DTI), Product, and other stakeholders to translate business and guest requirements into scalable technical solutions.
• Challenge delivery timelines and technical approaches where appropriate, drawing on prior implementation experience to drive efficient and pragmatic outcomes.
• Oversee testing, deployment, and ongoing optimisation of IVR releases, ensuring high availability, reliability, and performance at scale.
• Stay current with emerging trends in Conversational AI, voice technology, and customer self-service, bringing forward innovative ideas to enhance the platform.
  
  

Education & Experience

• Bachelor’s degree in Information Technology, Digital Transformation, Engineering, Business, or a related discipline.
• Minimum 5 years’ experience owning or delivering IVR / voice platforms in a high-volume, consumer-facing environment (airline, travel, hospitality, telecoms, financial services, or similar B2C industries strongly preferred).
• Demonstrated experience implementing or optimising intent-based, conversational IVR or voicebot solutions, ideally within large-scale contact centres (2M+ calls per year).
• Strong hands-on experience with leading IVR and voice platforms such as Genesys, NICE, Avaya, Cisco, Amazon Connect, or equivalent.
• Working knowledge of IVR scripting and configuration (e.g. VoiceXML, Java, Python, or proprietary tooling); development background advantageous but not essential.
• Highly analytical mindset with proven ability to diagnose performance issues, validate AI accuracy, and translate data into actionable improvements.
• Solid understanding of contact centre operations, call routing, telephony concepts, and end-to-end customer journeys.
• Excellent stakeholder management and communication skills, with the ability to explain technical concepts to non-technical audiences and confidently challenge delivery assumptions.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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